Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business charged my credit card and sent me an order without my approval on Tuesday, April 29, 2025. The order amount is $315.30. They said I agree to a subscription during a call in November when I placed a previous order for some Omega 3 capsules. They emailed me a recording of the conversation. Only thing mentioned was that I was to receive a reminder phone call about placing another order. I can email you the recording. Very shady business practice. I had to pay for the shipping to send the package back for them to take the charge off my credit card. I have confirmation the package was returned. Still waiting for them to remove the charge. Im planning on filing a dispute with my credit card very soon.

  Business Response

  Date: 05/14/2025

  We appreciate the opportunity to address Mr. ******** concerns regarding his recent experience with our company.
  Mr. ****** contacted us on April 29, 2025, requesting the cancellation of his auto-ship subscription, stating he was unaware of its setup, which originally began on October 29, 2024. As part of our process, we provide a 10-day reminder call prior to any auto-ship order. For Mr. ******* this reminder call was made on April 17, 2025, and our records indicate the call was answered by an individual.
  To address his concerns, we immediately agreed to accept a product return for a refund. On April 30, 2025, we sent Mr. ****** an email with detailed return instructions and confirmed the cancellation of his auto-ship subscription. Our warehouse received the returned product on May 8, 2025. However, in the interim, Mr. ****** filed a credit card dispute for the transaction.
  Per our policy, we are unable to issue a refund while an active dispute is in process. Once the dispute is resolved or withdrawn, we are prepared to promptly process the refund and fully rectify the situation.
  We regret any confusion Mr. ****** may have had regarding the auto-ship program, which offers benefits such as free shipping and an initial one-time discount. We strive for transparency and would be happy to provide the call recording where Mr. ****** agreed to the auto-ship terms, including the reminder call prior to shipment.
  Our goal is always to ensure a positive customer experience, and we remain committed to working with Mr. ****** to reach a satisfactory resolution.
  Please feel free to reach out with any further questions or concerns.

  Customer Answer

  Date: 05/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23288850
  
  I am rejecting this response because I have the voice recording from the original phone conversation that did not mention any subscription or me agreeing to a subscription. I also told them when they called me asking if I needed any more product, I told them no. I didnt want to order any more. I had enough from my original purchase. I welcome the opportunity to play the recordings for all interested parties.

   

  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/22/2025

  We appreciate the opportunity to address this matter. We have reviewed the customers concerns and have taken all necessary steps to resolve the issue. A full refund was issued for the product, and we also reimbursed the customer for the return shipping costs incurred.
  While the customer may not have accepted our resolution, we believe we have made things right and have fulfilled our obligations in good faith. As such, we consider this matter resolved on our end.
  Thank you for allowing us to respond.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company enrolled me in recurring/subscription payment without consent. They charged my card months after original purchase with absolutely no reminder or notice (no email receipt from original purchase, and no email notification or receipt from forced nonconsensual subscription). I called them immediately but they were closed for the weekend. They called me on Monday and informed me there are no refunds or returns because is it from a "pharmaceutical grade" facility - these are ******** pills that the equivalent can be purchased at ******* or ******. If they cannot take them back, that is fine, but the issue is they charged my card with no consent or notice.

  Business Response

  Date: 03/11/2025

  Dear **** Jump,
  Upon reviewing your account, I see that you originally placed an order on our website on 11/29/2024. Your order included:
  A recurring subscription for 1 bottle of De3270 every 3 months
  1 Cliradex Wipes (24 count) (one-time purchase)
  1 Cliradex Foam (1.5 oz) (one-time purchase)
  At the time of your purchase, De3270 was only available as a subscription item, with options for delivery every 3, 6, or 12 months. This information was displayed on our website during the ordering process. I apologize for any confusion regarding the format and presentation of this subscription.
  While we did not have an automatic reminder system in place at that time, every shipment included a packing slip indicating the next scheduled shipment date in the bottom right-hand corner. Since then, we have implemented changes to ensure customers receive a reminder email before their next shipment.
  To resolve this matter, if you are willing to drop the dispute, I can authorize a return of the 1 bottle of De3270 and issue you a refund. However, if the dispute has already been processed, the refund would need to be handled between your bank and our accounting department, and I would not be able to issue a direct refund.
  Please let me know how you would like to proceed. I appreciate your understanding, and I apologize again for any confusion.
  

  Best regards,

  PRN Vision Group

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Omega 3 ******** capsules. When I requested by email that they stop sending a 3 month supply every 3 months I got an email back that I could not cancel by email but would have to call them. I have called them and all I get is a recording that they are experiencing a high call volume and the call goes dead.

  Business Response

  Date: 11/26/2024

  We received a phone call from ***** ****** on 11/15/2024 where we transferred him to cancel his shipment and it looks like he did not speak to anyone to do so. We did however submit a stop request for his order SO3081832 to not go out and him to not be billed. We were successful at stopping that order from shipping out and we never charged the customer. We attempted to reach the customer several times to cancel his auto ship and let him know that his order was in fact stopped and did NOT ship out. We called him and left him a message on 11/15/2024, 11/18/2024, and 11/22/2024. There is nothing further for us to do since we were unable to get a hold of him by phone, we cancelled his auto ship which he should have received an email about that on 11/22/24. The customer advised us to not call him any longer even though we needed to cancel his auto ship over the phone. We cancelled it any way since we were unable to reach him by phone. There was no dispute needed since we never charged the customer as it was a pending hold on his credit card that fell off since the order never shipped.

   

  Thank you,

  Customer Answer

  Date: 11/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was advised by my eye doctor to take this medication after getting lasik. I ordered them per my doctors instructions by phone. On the phone they dragged on for minutes, apparently advising me then that this was a subscription and there would be recurring payments. However, there was no notice by email, nor was there a requirement or an opportunity to register online. I did not have a way of unsubscribing at any point. I received the attached invoice here. I called the number and advised them that I didn't want to be on a subscription model and they indicated it was too late for this payment because they can't take back products per the **** If you review the invoice, as you can see, again, no notice that this is a subscription nor any way to "unsubscribe". Instead you need to reach out to them by phone or send an email to inquire as to how to unsubscribe. This is a gaslighting/deceptive way to get consumers to make regular payments without giving a mechanism to unsubscribe. Though I may have agreed to this by phone, given my concerns about the surgery, I didn't recognize over voice what I was committing to and I believe this is what they intend and hope for--agreement without clear understanding. I'd like them to be more transparent, make it as easy to unsubscribe as it is to subscribe and provide notice to consumers of a recurring payment before the charge is made. They can send you products you can't return per the *** and they bank on consumers cancelling after they receive this type of invoice and a shipment is made. Please help me stop this practice. Thank you.

  Business Response

  Date: 08/13/2024

  We received a phone call from this customer on 7/18/2024 around ******* looking to cancel her auto ship with us which we did per her request. We did advise her that our terms and conditions state that since the product is made in a medical grade facility we do not accept returns or refunds. We did then email the customer the phone recording of her agreeing to the terms of the auto shipment and advised that her order did already ship out that day and we were unable to stop that order from going out. We also had a 10 day auto dialer reminder call go out to this customer to remind them of the up coming shipment. The customer service *** went to the **************** Manager to see if we would be able to allow an exception for the customer to ship the most recent order back. We then called this customer the same day around ****** and left a voicemail to let her know that she would be able to ship the most recent order back for a refund and that she can refuse delivery or send it back at her cost to the original sender. We never received a phone call back in regarding this message that was left. We did try and do right by this customer by allowing her to ship back the product as an exception. We deeply value the customer relationship with PRN, and we are committed to providing them with the utmost level of service because our customers deserve the best.

  Customer Answer

  Date: 08/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22008291
  
  I am rejecting this response because: I followed the instructions left on my vm and refused delivery (see attched) and my money has still not been refunded.

   

  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/28/2024

  We did not get notice that ************************* shipped back the product as we never heard back from her after we gave her instructions on a voicemail that she could ship the product back for a refund. If ****** has tracking information that she returned the product I will be more than happy to refund the customer on our end. As long as she did not dispute the charge I would be able to refund her. If the customer disputed the charge it would then need to go between her bank and our accounting department. Please let me know how we can resolve this matter.

   

  Thank you,